Sales Operations Manager

CONVIVIAL BRANDS ELC INC•Grand Rapids, MI

3d•Onsite

About The Position

The Sales Operations Manager is a hands-on working leader responsible for managing and continuously improving Sales Operations and Customer Service across Convivial Brands' wholesale businesses. The role leads the people, processes, systems, and daily operations that enable the sales organization to serve customers, execute commercial initiatives, and achieve organizational goals. It balances people leadership with operational execution, team development, accountability, and efficiency through data, technology, and process improvement. The manager is expected to engage directly in departmental operations, troubleshoot challenges, and support the team as needed. The ideal candidate is a proactive, analytical problem-solver with ownership, sound judgment, effective communication, and a commitment to operational excellence, customer satisfaction, and continuous improvement. The position directly leads Sales Operations and Customer Service team members and collaborates with Sales, Merchandising, Product, Finance, IT, and Distribution. Success is measured by building an accountable, high-performing team; consistently achieving KPIs; improving customer and sales representative satisfaction; reducing recurring issues, errors, delays, and unnecessary costs; increasing productivity; and implementing process and technology improvements with measurable business impact.

Requirements

Bachelor’s degree in Business Administration, Sales, Operations Management, Finance, or a related field, or an equivalent combination of education and experience.
At least 5 to 7 years of experience in Sales Operations, Customer Service Management, Commercial Operations, or a related business operations function.
Demonstrated experience leading, coaching, developing, and holding teams accountable for measurable results.
Hands-on experience with ERP systems, order management, and business reporting systems.
Proven success improving operational processes and implementing sustainable solutions that measurably improve efficiency, accuracy, or service quality.
Strong analytical and problem-solving capabilities, including proficiency with Microsoft Excel and business reporting.
Excellent organizational, communication, decision-making, and prioritization skills.
Ability to balance people leadership with hands-on operational execution.
Proactive, accountable self-starter able to solve problems in a dynamic, fast-paced environment.
Strong interpersonal skills, including the ability to build trust, communicate effectively, and navigate challenging conversations.
Ability to collaborate across departments and influence outcomes without direct authority.
Ability to safely perform the essential functions of the job with or without reasonable accommodation.
Must maintain the minimum required score on the GWC rating scale.

Nice To Haves

Experience in consumer-packaged goods, the gift-and-home industry, retail, or wholesale distribution.
Experience with Microsoft Dynamics NAV / Business Central or comparable ERP systems.
Understanding of independent retail, national accounts, sales representatives, and external sales agencies.
Experience developing and implementing operational KPIs, scorecards, dashboards, and reporting.
Experience with process automation, AI-enabled workflows, and business systems improvements.
Familiarity with customer and item master data, sales commissions, and B2B ordering platforms.
Experience supporting sales training, trade shows, sales conferences, and commercial programs.

Responsibilities

Lead, manage, coach, develop, and hold Sales Operations and Customer Service team members accountable for performance and results.
Set departmental priorities, expectations, measurable goals, and accountability measures aligned with organizational goals.
Remain hands-on in departmental processes, systems, and problem resolution.
Oversee customer service, order flow and management, sales support tools, and customer issue resolution.
Own customer master data integrity and oversee the accuracy and use of sales-related information in the ERP and other commercial systems.
Ensure accurate and timely sales commission processing, partnering with Sales Leadership, Human Resources, and Finance to resolve discrepancies.
Develop, implement, and monitor departmental KPIs, scorecards, dashboards, and reports; analyze results to identify trends, gaps, and opportunities.
Evaluate, document, simplify, and improve processes to increase efficiency, address recurring issues, and build scalable systems.
Use technology, automation, and AI to improve efficiency and scalability, and drive adoption of improved processes and systems.
Collaborate across departments to execute order releases, pricing changes, product launches, sales programs, trade shows, and sales training.
Maintain service quality, responsiveness, order accuracy, and timely issue resolution for customers, sales representatives, and internal stakeholders.
Proactively resolve operational issues and maintain accountability for departmental performance.
Adhere to company policies and procedures, uphold company core values, maintain confidentiality of proprietary information, and treat visitors, vendors, customers, and team members respectfully.